Summary
Overview
Work History
Education
Skills
Timeline
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Richard Machon

Richard Machon

254 Macario Tiu St. Bankers Village 2 Caloocan

Summary

Dynamic tech support professional with a proven track record at Afni Philippines, enhancing productivity through a structured ticketing system. Skilled in technical sales and collaboration, I excel in resolving complex issues with diplomacy. My expertise in mobile technology and strong interpersonal skills drive customer satisfaction and operational efficiency.

Overview

18
18
years of professional experience

Work History

Tech Support

Afni Philippines
02.2019 - Current
  • Implemented a structured ticketing system for incoming tech support requests, expediting response times and increasing productivity levels within the IT department.
  • Conducted regular reviews of internal processes, identifying areas for continuous improvement within the tech support team.
  • Recruited new volunteers to assist with various aspects of ministry operations, from children''s programming to tech support during services.
  • Handled escalated tech support issues with diplomacy and professionalism, often resolving conflicts or misunderstandings between users and the IT department.

Customer Care Specialist

Teleperformance Philippines
03.2017 - 11.2018
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Took ownership of customers issues to follow problems through to resolution.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Customer Care Representative

Concentrix Philippine
02.2015 - 01.2017
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
  • Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
  • Assisted call-in customers with questions and orders.

System Analyst and Logistic

Forex Cargo Malaysia
10.2007 - 01.2015
  • Established effective relationships with key stakeholders across departments to facilitate collaboration on critical projects.
  • Negotiated contracts with vendors for hardware and software purchases, maximizing ROI on technology investments.
  • Gathered requirements and performed gap analysis through design workshops with users.
  • Developed custom scripts to automate routine tasks, saving valuable team hours.

Education

Bachelor of Science - Marine Transportation

Philippine Maritime Institute
Manila, Metro Manila, Philippines
03-2000

Skills

  • Tech support collaboration
  • Tech support
  • Technical sales expertise
  • Mobile Technology Familiarity
  • Driving with A to B2 license

Timeline

Tech Support

Afni Philippines
02.2019 - Current

Customer Care Specialist

Teleperformance Philippines
03.2017 - 11.2018

Customer Care Representative

Concentrix Philippine
02.2015 - 01.2017

System Analyst and Logistic

Forex Cargo Malaysia
10.2007 - 01.2015

Bachelor of Science - Marine Transportation

Philippine Maritime Institute

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Richard Machon